What are the responsibilities and job description for the Service Desk Technician (Remote Job) position at Excelraise, LLC?
Job Detail
- Job Code 757198
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Tax Term W2 Hourly1099Corp To Corp
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Career Level Mid Level
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Experience 3 Years
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US Work Status US Citizen
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Job Duration 4 Months
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Qualifications Associate Degree
Job Description
Excelraise, LLC is a leading provider of full-service IT solutions and a talent management company headquartered in Denver, CO. At Excelraise, we specialize in IT staffing solutions tailored for government and federal clients across the USA.
Excelraise, LLC values your referrals! Refer qualified candidates for our open Job Postings and earn a generous REFERRAL BONUS for successful placements. Submit referrals here: Excelraise Referral Program.
Excelraise, LLC is seeking an Service Desk Technician (Remote Job) for our client in Raleigh, NC.
***This is Remote Position***
***This position may be required to work weekends and holidays, as needed***
The DIT Service Desk is the 24×7×365 single point of contact for customer submitted incidents and service requests. Service Desk Technician II’s provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other information technology-based systems located throughout the state agencies and universities, as well as for private citizens. The Service Desk Tech II provides advanced technical support via phone, email, and tickets, working under general supervision of the Service Desk management team.
Required Experience:
- Excellent customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology.
- Enhanced computer literacy is required.
- Understanding of call center environment and Service Desk role.
- Experience with ServiceNow is preferred.
- HDI Support Center Analyst, ITILv3 Foundation A certification highly preferred.
- Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required.
- Advanced troubleshooting and problem-solving skills in Microsoft Windows 7& 10, Microsoft Office suite, O365, desktop hardware/software, network connectivity, network printing, email, smartphones, and web-based applications.
Basic Qualifications:
- IT Service Desk experience
- Excellent customer service and interpersonal skills
- Experience supporting voice and working with 3rd party service providers
- Experience using ServiceNow and Nice CXOne
- Excellent written and verbal skills
- Understand customer needs and how to prioritize work
- Strong computer skills.
Minimum Education and Experience Requirements:
- Associate degree in computer information technology, computer technology Integration, networking technology, or related curriculum from an appropriately accredited institution; and 2-4 years of related work experience; or an equivalent combination of education and experience. Degrees must be from appropriately accredited institutions.
Required skills
